Your Role
As Customer Success Manager of MultiAir Italia you will have to provide the highest level of support and expertise to customers, dealers and business partners, understanding their needs and building effective relationships. You will also contribute to provide a delightful customer experience and will focus on building customer loyalty and developing close, long-term client relationships.
As customer success manager you will bridge the gap between sales and customer support. They enhance product value, reduce churn, and oversee the support process from a high-level perspective.
You are a member of the MultiAir Italia company's management team and report to the General Manager, with very close interaction with all the internal departments and with the divisional team.
Your day-to-day
The customer success strategy is proactive and aims to prevent customer issues. CSMs look out for their customers’ businesses, suggesting new and innovative ways to keep them succeeding with your products. As CSM your responsibilities are:
Customer Support:
- Update and maintenance of customer data (sales conditions, contacts...)
- Customer segmentation and check of sales conditions
- Collection of documents (CoC, other commercial documents,)
- Maintain and give access for business tools
- Check receipt of marketing communications (promos, courses, price lists, events, ....)
- To be main contact with Customers and Distributors for requests, complaints - collaborating with other company functions for technical, logistical, marketing, administration
- Support NPS survey process (to reach redemption rate and action feedback)
- Check status and share fidelity program Original Partner
- Check and communicate target and bonuses (including commission calculation)
- Follow up leads & opportunities – SAM and BDM support
- Sending commercial offers for C and B customers (low and medium potential)
- Collaboration with PMM to identify possible critical issues and/or opportunities for stock material
- Data collection on installed base for specific commercial actions
- Close collaboration with SAM and BDM for
- Sales data analysis (product mix, profitability - dCGP,….)
- To Prepare sales visit
Orders management
- Supervise orders as automated as possible (ZTO/FTR and standard commercial conditions)
- Returns and complaints
- Proactive communication of delays
Product Marketing Management:
- Product Launch
- Product Price positioning
Process improvement
- Manage logistic operation with the aim to get the most lean, efficient and digital oriented possible business model
- Collaborate to improve logistic process
- General support on operation for sales and aftermarket
Sales Tools
- Deliver the better customer experience with all the available business tools.
- Check effective adoption and provide access and support of company tools (business portal, one portal, dealer point, myQuest, DisWant, showpad, airchitect ...)
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Required Experience & Knowledge:
- Experience in customer management and B2B business;
- Excellent negotiation skills, strong customer focus
- Product knowledge and sales experience
- Proficien in MS Office, Outlook, CRM systems and Power BI
- English proficiency at B2 level or above, italian mother tongue
Personality requirements:
- Collaboration with all the internal and external stakeholders, with solid leadership skills
- Curious, precise, proactive, empathic and entrepreneurial;
- Strong communication and presentation skills
- Brand Promotion
- Proactive Problem solving
- Customer intelligence – Data analisys
Your skills and experience
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
Required Experience & Knowledge:
- Experience in customer management and B2B business;
- Excellent negotiation skills, strong customer focus
- Product knowledge and sales experience
- Proficien in MS Office, Outlook, CRM systems and Power BI
- English proficiency at B2 level or above, italian mother tongue
Personality requirements:
- Collaboration with all the internal and external stakeholders, with solid leadership skills
- Curious, precise, proactive, empathic and entrepreneurial;
- Strong communication and presentation skills
- Brand Promotion
- Proactive Problem solving
- Customer intelligence – Data analisys
Your compensation and benefits
At Atlas Copco Group, we are committed to fair and equitable compensation. Compensation is determined based on the position and its responsibilities, without regard to gender, race, ethnicity, religion, physical ability, sexual orientation, marital status, or any other protected characteristic. Our compensation offering is designed to be locally relevant, competitive, and aligned with the expectations of current and future talent.
Compensation & Benefit:
- Permanent contract
- White collar employee, Level A1, National Collective Labour Agreement (CCNL) for the Metalworking Industry
- Starting salary for the relevant pay range from € 60,000 gross per year
- Individual variable compensation
- Company car
- Collective profit-sharing bonus
- Flexible Benefits Platform
- Company-paid canteen service
Your job location
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our office in Montecchio Maggiore (Vicenza, Italy) or Robassomero (Turin, Italy), according to internal policy.